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Did Not Attend Appt Policy

WHAT HAPPENS WHEN PATIENTS DNA – DO NOT ARRIVE

They MISS AN APPOINTMENT

Background

Most of our Patients know it can sometimes be difficult to get a routine appointment with a GP or Nurse. In the course of events where demand is unpredictable, that cannot easily be remedied.

One thing that makes this more difficult to overcome is the problem of missed routine appointments – DNAs.

Where Patients have been declined routine appointments because the consultations are fully booked, it is at best disappointing when one of those booked appointments does not turn up and has not contacted the Practice to cancel the appointment so that it can be released for others or telephones so late as to make it impossible to allocate to another Patient.

The cost in time and money is a burden to the National Health Service generally and the Practice in particular cannot sustain this.

Remember that your DNA is other Patient’s denied appointment.

 

DNA Policy

A DNA occurs when an appointment is not attended and the Patient has not contacted the Practice in advance to cancel it or where the cancellation is so late as to make it impossible to allocate that time to another Patient who needs treatment.

The Practice will code this DNA and this will prompt a retrospective check on the number of DNAs recorded against that person. Whilst we are primarily concerned with our own appointment observance, consideration may also be given to any hospital appointments where we have been notified that a Patient has failed to attend. A re-referral on the part of the GP (more GP time) will often be required by the hospital department so that the Patient can be recalled.

DNA 1

Where this is the first occasion, a code will be added to the Patient’s medical record and the DNA counted in a monthly search.

DNA 2

Where a second DNA has occurred, the Practice will review the individual case and a decision will be taken with regard to addressing the Patient’s future with the practice. The Practice will consider whether consistent failure to adhere to our Practice policy constitutes a breakdown between the Patient and the GP and the patient will therefore be removed from the practice list. When this occurs the patient will be formally informed in writing of our decision and we will also notify practitioner services division to remove the patient from our practice list.

We will also allow a 14 Day grace period to allow our patient to register with another practice.

HOW TO AVOID BECOMING A DNA

If you cannot attend or no longer need an appointment, please ring us in advance.

Mistakes do happen and the Practice understands that appointments can be forgotten about or overlooked. In such cases, the Practice will take into account the reason given by Patients.

Preference, of course, is for the Practice to know in advance so we can offer the appointment(s) to other Patients in need.

SHOULD YOU NEED TO CANCEL, HERE’S HOW:-

A         By telephone – appointments line 01698 852299 ( Option 1 or 4 )

What We As A Practice Are To Doing To Reduce DNAs

We are reminding the general public what our policy is and we feel that it is important to enforce it robustly.

It has been suggested and discussed with the locality cluster that the Practice puts in place a system to improve access and services for Patients. We regularly review our emergency appointments and routine appointments weekly.

Here is what we will endeavour to do to help you not become a DNA:-

We will always print appointment details for Patients who make an appointment face to face at our reception desk. Our appointment slips contain our text telephone number should Patients need to cancel (even at short notice).

If you make an appointment over the telephone or online , we would suggest that Patients’ record/document the date and time in a way that can be easily accessed – in a diary, on a calendar or for the more technically minded on a mobile phone. Our staff are trained to repeat all appointment details and clarify understanding with Patients at the time of making the appointment.

KEEP IT OR CANCEL IT!  SOMEONE ELSE NEEDS THE APPOINTMENT!

 



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